Headquartered in Dubai, United Arab Emirates, Damas Jewellery is the leading jeweler in the Middle East with its foundation dating back to 1907. Today, it operates 300 stores across the GCC and employs more than 2000 people. Over 40 prestigious international brands are part of Damas Jewellery’s varied portfolio alongside its own branded in-house collections, offering customers a wide range of designs suited to all occasions.
Damas faced several challenges in their quest to enhance brand awareness and customer satisfaction. To address these challenges, the company implemented strategic initiatives, such as assessing store profitability and prioritizing digital transformation. However, there were specific areas that required improvement:
Implementing Zonka Feedback Survey Tool has been a game-changer for our organization. It has provided us with valuable insights into our customer's experience, allowing us to identify areas for improvement and implement changes that have positively impacted customer satisfaction and loyalty. While NPS scores have their place, we rely on data that tracks actual sales transactions and customer behavior to drive our customer retention strategyNachiket Bandekar, IT Director, Damas Jewellery
Damas leveraged Zonka Feedback's robust platform to capture customer feedback from multiple locations, analyze it, and use it to enhance customer experiences with below mentioned features: